Cancellation policy

At Kelly Ser Atelier, we process orders promptly to ensure your items reach you as quickly as possible. Please review our cancellation terms and guidelines below.

Order Cancellation Window

If you wish to cancel an order, please email Customer Care at hello@kellyseratelier.com within 1 hour of placing your order, including your order number and request details.
Once an order has been fulfilled, handed over to our courier, or dispatched, it cannot be cancelled or modified. In such cases, you may refer to our Return & Refund Policy upon receiving your parcel.

Cancellation Refund Methods & Administrative Fees

Approved cancellations will be refunded in full via a Kelly Ser Atelier Digital Gift Card (valid for 3 months), with no handling deductions.
If you request a refund back to your original credit card or payment method, a 5% administrative and transaction fee will be deducted from the total refund amount to cover non-refundable payment gateway processing costs.

Non-Cancellable Items & Services

The following items and services are strictly exempt from cancellation:
  • Commissioned & Customized Artworks: Orders for custom paintings, personalized merchandise, or bespoke art pieces cannot be cancelled once work or design proofing has commenced.
  • Sale & Promotional Items: Orders placed during promotional sales, flash deals, or markdown events are final and cannot be cancelled.
  • Art Workshops & Event Bookings: Bookings for private art workshops, VIP experiences, or masterclasses are subject to specific event terms and cannot be cancelled once confirmed. (Transfers to another participant may be allowed if requested at least 3 business days in advance).

Cancellations Initiated by Kelly Ser Atelier

While we endeavor to fulfill every order, Kelly Ser Atelier reserves the right to cancel an order, or part of an order, under the following circumstances:
  • An item is unexpectedly out of stock or unavailable due to inventory discrepancies.
  • Payment authorization cannot be completed or is flagged for security verification.
  • Pricing or typographical errors occurred on the website at the time of purchase.

In the rare event that Kelly Ser Atelier cancels your order, you will be notified immediately via email and issued a full refund to your original payment method with zero transaction fees deducted.

For any cancellation inquiries, please reach out to Customer Care immediately at hello@kellyseratelier.com.